Online Service Specialist

About the role

We are looking for an Online Service Specialist to lead and expand our after‑sales service network for solar inverter solutions across Thailand. The role combines team leadership, on‑site technical support, and continuous improvement of service processes.

Key responsibilities

• Recruit, train and manage local after‑sales engineers, customer service specialists and dispatchers.
• Develop KPIs such as First Call Resolution, Mean Time to Repair and Customer Satisfaction, and conduct performance reviews.
• Provide senior on‑site technical support for critical faults, including IGBT burnout and grid‑compatibility issues.
• Handle technical inquiries from distributors, EPCs and end‑customers, delivering accurate solutions.
• Conduct regular inspections of large‑scale PV power plants and produce risk‑focused reports.
• Coordinate grid‑connection commissioning with local power authorities and ensure successful inverter acceptance.
• Standardise after‑sales SOPs, manage spare‑parts inventory and ensure compliance with Thai regulations.
• Build a data‑driven after‑sales analysis system to feed product improvement loops.
• Maintain key account relationships, manage channel empowerment and improve Net Promoter Score.

Required profile

• Proven experience in after‑sales service or field service within the solar or renewable‑energy sector.
• Strong leadership and team‑building capabilities.
• Excellent problem‑solving skills for complex technical failures.
• Ability to work closely with customers, distributors and regulatory bodies.

Required skills

• Inverter installation and commissioning
• IGBT troubleshooting
• Grid‑connection commissioning and protection settings
• Communication protocols for inverter‑grid interfaces
• PV power‑plant inspection and risk assessment
• Spare‑parts inventory management
• Data analysis for after‑sales performance